1. Purpose and priority
This addendum is a contracting framework for LumiTalk features that generate or deliver voice, SMS, email, chat, or avatar communications. It becomes binding only when incorporated into a signed agreement. A signed Order Form controls customer-specific channels, campaigns, jurisdictions, and use cases.
2. Roles and responsibility
Customer determines the audience, business purpose, data sources, message content, schedules, call flows, connected systems, and escalation rules. LumiTalk provides configured technology and does not become the sender, professional adviser, healthcare provider, creditor, employer, or owner of Customer’s campaign solely by providing the Services.
3. AI transparency
- Customer must not configure LumiTalk to impersonate a real person or conceal the responsible business.
- Where law or context requires, the interaction must disclose that the participant is communicating with an automated or AI-enabled system.
- Synthetic voices, avatars, and generated content may not be used to deceive, defraud, or fabricate endorsement or authority.
4. Consent and contact authority
- Customer must establish a valid basis to contact each recipient and maintain records when required.
- Consent must cover the communication channel, purpose, technology, and responsible business where applicable.
- Purchased, scraped, guessed, or unlawfully transferred contact data may not be used.
- Revocation, STOP requests, do-not-contact preferences, and suppression lists must be honored promptly.
5. Voice and prerecorded communications
AI-generated or synthetic voice may be treated as artificial or prerecorded voice under communications law. Customer must obtain the required level of prior consent, identify the responsible business, provide required opt-out mechanisms, and apply calling-time and do-not-call rules before enabling applicable outbound workflows.
6. SMS and email
- SMS workflows must support required sender identification and recognized opt-out commands.
- Commercial email must use accurate routing and subject information, appropriate advertising identification, a valid postal address where required, and a functioning opt-out mechanism.
- Transactional messages must not be used to disguise promotional content.
7. Recording and transcription
Customer is responsible for determining whether notice, all-party consent, or another legal basis is required for recording, monitoring, transcription, summarization, or quality review. The approved script and configuration must deliver required notice before protected content is captured.
8. Human review and escalation
- Define subjects the AI may not answer or act on.
- Escalate emergencies, safety concerns, regulated advice, threats, payment disputes, identity conflicts, and exceptions to qualified people.
- Review representative outputs and failure cases before production and after material configuration changes.
- Do not represent probabilistic output as guaranteed accurate.
9. Data and model use
Customer Data use, retention, deletion, model-improvement rights, and subprocessors must be stated in the signed agreement or DPA. Silence does not authorize training a general model on identifiable Customer Data.
10. Monitoring and evidence
The parties should identify the records needed to investigate complaints and demonstrate configured controls, such as consent source, campaign version, opt-out events, scripts, timestamps, actions, and escalation history, subject to lawful retention limits.
11. Unsafe or unlawful use
LumiTalk may restrict an affected workflow when it reasonably presents an imminent legal, security, safety, or third-party harm. Broader suspension and termination remain subject to the signed agreement.
12. Execution requirements
Before execution, the Order Form must identify the contracting entity, customer, authorized channels, locations, use cases, data categories, recording setting, consent owner, support process, and incorporated agreement version.
